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Samuli Kokki Partner Services Development Manager
Cisco Smart Care From reactive to proactive support services
Cisco Smart Care
An innovative service that combines network-wide technical support with ongoing network monitoring and proactive maintenance to deliver a comprehensive approach to the care and continuous improvement of your network.
3
Advanced Technology
(UC)
Backed by
Partner-Led
Partner Services
A Proactive Services Platform on Which Partners Can Build the Next Generation of Personalized Services
4
Customer Partner Cisco
Cisco Smart Care Control Panel
Installed Base
Business Intelligence
Cisco Smart Care Network Appliance
TAC
Network Data
Tech Support
Tech Support
Value-Add Partner Services
Network Assessment
and Repair
Network Discovery
Proactive Maintenance
Reactive Support
Network Monitoring and
Assessment
Network Discovery, Assessment, and Repair
5 5
• 24x7 partner access to the TAC
• NBD hardware replacement with an option to upgrade individual devices to four hour coverage
• Cisco.com and Smart Care portal/tools access
• Cisco IOS® updates and upgrades
• Software application support updates
• Caveats and Call Outs: – Includes ESW for CallManager based networks
– No On-Site Service SKUS
Network Wide Maintenance
6 6
• First stage of Smart Care contract engagement • All devices discovered within defined network –
Cisco and non Cisco equipment • Equipment initially identified via SNMP, with
logins to retrieve inventory
Smart Care Network Discovery
7 Source: Cisco, Harbor Research
Visibility and Optimization for Customers
Increased Visibility Improve Service
82%
16%
67%
–14%
60%
–32% Vulnerabilities
End of Sale
Previously Uncovered
Reduction in Downtime
Alerts Which Avoided a Call
Support Cost Reduction
“The visibility Smart Care provides is important, especially from the management side. We need to know what there is and how it’s working Thys Coetzee, Director of IT, Zinpro Performance Minerals
Business Impact
8 8
• Highlights Field Notices, EoX notifications, PSIRTs and Intellishied alerts by devices
• Categorises errors
Proactive Alerts and Integrated Intellishield Reports
9 9
• Provide partners with analysis of primary configuration and operational parameters, including interface statistics and bandwidth analysis
• Run per device
§ Issues categorised
§ Click to fix
§ Summary report available – “The Money Report”
Core Assessments
10 10
• Compares software configuration on each device with AS and NAS best practice
• Categorises errors • Click to fix • Option to review config changes and
save to report format – “The Money Report”
Security Assessments
11 11
• Presales: – Allows partners to simulate voice traffic in a network over a period of time, monitor voice quality (MOS) and identify bottle necks
• Post sales: – Allow partners to continually monitor devices connected to Call Manager together with voice quality between segments
Voice Assessments and Monitoring
12 12
Partner also has access to: • Backup configuration files locally • Remote login (tunnel through the https connection) to
devices on network. Can be used to restore configuration files
• Proactive monitoring using syslogs
Configuration Backup Secure Remote Access and Restore
